Senior Manager, Customer Success

Who We Are

At Justworks, you'll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.

We're helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We're data-driven and never stop iterating. If you'd like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we'd love to hear from you.

We're united by shared goals and shared motivations se are best summed up in our company values, which are reflected in our product and in our team.

Our Values

If this sounds like you, you'll fit right in.

Who You Are

As a Senior Manager of Customer Success Management, you will function as a commercial owner; leading teams to deliver to our success strategy and retention goals. You're an exemplary customer success leader, with experience overseeing ICs and managers in the post-sale environment. You know how to build and run teams that can activate against opportunity, meeting the customer in their journey and making it easy for them to remain committed to Justworks as their provider.

You know how to both retain NRR, as well as expand it through referral generation within your team's book. You are passionate about creating curated customer experiences, and able to translate that vision to your teams and cross functional partners. Ambiguity, collaboration and open-ended problem solving are skills you thrive in leveraging.

You are responsible for ensuring the team can deliver to the Justworks mission: ensuring that small business can grow with Justworks. You've overseen large teams (i.e.30+ ICs) and have been directly responsible for growing, expanding and retaining a book of business. In this role, you will be critical to the success of Justworks and our continued growth as a business. You will serve as a functional lead for Customer Success Management and will report directly to the Senior Director of Customer Success, frequently interacting with our executive leadership to report out on business and sentiment.

Your Success Profile

What You Will Work On

* Lead a team of managers, supporting them in their day-to-day work and ongoing development

* Ensure that all levels of your team are able to reach their goals and/or performance manage as needed

* Develop, scale and grow the Customer Success Management team to meet the needs of our customers, including operations, process improvement, team interviewing, hiring and performance management

* Own the key performance metrics of customer satisfaction, service level, and quality assurance.

* Directly responsible for revenue retention and revenue growth for those businesses under your management

* Implement systems that make Customer Success Managers more efficient and effective in their jobs, ideally focusing them on high-value, high-impact work centered relationship management and revenue

* When needed, communicate directly with customers, especially in critical cases or situations where a second opinion or assistance is required

* Stay up to date on Customer Success industry norms and best practices, especially those that could impact Justworks and our employees

* Ensure the team delivers to their customer milestones, while growing NRR and delivering to all KPIs

* Display a high level of professionalism and compassion when working with employees and customers

* Handle general management responsibilities, such as conducting 1:1s, leading regular team meetings, generating reports, and conducting annual performance reviews

* Other duties as needed based on department and/or organizational needs.

How You Will Do Your Work

As a Senior Manager of Customer Success Management, how results are achieved is paramount for your success and ultimately results in our success as an organization. In this role, your foundational knowledge, skills, abilities, and personal attributes are anchored in the following competencies:

* Consultative - takes an approach that focuses on…